Implementation

Types
of calls are often divided into outbound and inbound.
Inbound calls are calls that are made by the consumer to obtain
information, report a malfunction, or ask for help. These calls are
substantially different from outbound calls, where agents place calls
to potential customers mostly with intentions of selling or service
to the individual (telemarketing). It is possible to combine inbound
and outbound campaigns, but it is not a common practice.

Call
centre staff are often organized into a multi-tier support system for
a more efficient handling of calls. The first tier in such a model
consists of operators, who direct inquiries to the appropriate
department and provide general directory information. If a caller
requires more assistance, the call is forwarded to the second tier,
where most issues can be resolved. In some cases, there may be three
or more tiers of support staff. If a caller requires more assistance,
the caller is forwarded to the third tier of support; typically the
third tier of support is formed by product engineers/developers or
highly skilled technical support staff of the product.

Remote
Agents – An alternative
to housing all agents in a central facility is to use remote agents.
These agents work from home and use internet technologies to connect.

Temporary
Agents – Temporary
agents who are called upon if demand increases more rapidly than
planned.